Terms and Conditions

Horizon Tours j.d.o.o. Tourist Agency is the owner and operator of this web site. We are not responsible for any other tour/transfer providers but bookings made through our website, in our office or our stands throughout Dubrovnik. We do not represent any other taxi drivers (taken from stands), taxi/transportation/tour or holiday rental companies. Horizon Tours j.d.o.o. Tourist Agency is a registered Croatian travel company, which offers a vast range of tourism related services. Through website we advertise and sell tours, transfers, tourist guiding service and holiday rentals. Our services are based on informations provided by the website. We do our best to ensure that all informations provided on this website are accurate. From now on the term "Company" will be used to collectively identify Horizon Tours j.d.o.o. Tourist Agency and its website www.dubrovnik-tours.hr.

"Client" will collectively refer to entities making use of this website to complete a service reservation for a fee. By making a reservation through the Website, Client confirms booking of the service. The person who makes reservation has to be at least 18 years old. The term "Service" relates to any tour, transfer, tourist guiding service or property advertised on the web site.

"Booking confirmation" is a document/contract which gives the right to the Client to consume services purchased through web site, under hereby listed Terms and Conditions. It contains the name of the Company, dates, time, number of persons, service, inclusions, exclusions, transportation method and the fee. It can be generated electronically/digitally or printed on paper.

The "Price" is the fee Client is obligated to pay to the Company after Booking confirmation..

When accessing and using our web site and/or completion a reservation, You agree that You have read, understood, and agreed with the terms which are listed below (including privacy policy).

There is no extra fee for online payments on any of our services. The price you see is the price you pay in total. During booking process on web site 100% of the total amount of the price has to be paid by one of online payment options.

These amounts will show when you make the payment and be reflected in the document you receive upon completion of payment. The Client agrees that his/her credit/debit card will be charged online on behalf of Horizon Tours j.d.o.o. Tourist Agency. There are no any additional or hidden processing fees applied when making a payment in our site. You pay the price you see for the services in total by credit card or other online payment options.

After paying the deposit you will automatically receive the Booking Confirmation by email which confirms that the booking has been made.

The data from your credit card are given to guarantee the reservation, payment or billing terms formed according to the offer the client has received. The entry and transfer of personal data and credit card number data is protected by the SSL protocol (SHA256 with RSA) provided by the SSL certificate issued by (COMODO RSA Certification Authority). Authorization and credit card payment is processed in realtime via the WSPay system.

The Client may cancel or change the prepaid reservation or other service, but this may result in cancellation or reservation charge fees, set by the service provider. Furthermore, if the Client does not show up, cancel or change his/her reservation before the cancellation terms set by the service provider, Client will be subject to charge of applicable rates and set fees for that services. Any financial claims and compensations will be strictly based on this policy.

For tours and transfers provided by Horizon Tours j.d.o.o. Tourist Agency the following cancellation policy will apply:       

a. If the reservation is cancelled/amended 6 days or more, prior to the service date, then a full refund will be given, minus a 5% fee for credit card transaction charges. If refunded by bank transfer the client will be liable for bank transfer charges.

b. If the reservation is cancelled/amended 5 to 2 days, prior to the service date, a 20 % penalty of the total amount paid will apply.

c. If the reservation is cancelled/amended within 24h, prior to the service date, a 100 % penalty of the total amount paid will apply.

d. In case of no shows or early interruption of services (caused by the Client) a strict non-refund rule will apply.

e. If the tour is cancelled due to bad weather you will be offered to reschedule it for some other date or get full refund.

For accommodation service provided by Horizon Tours j.d.o.o. Tourist Agency the following cancellation policy will apply:

a. If the reservation is cancelled/amended 45 days or more, prior to the service date, then a full refund will be given, minus a 5% fee for credit card transaction charges. If refunded by bank transfer the client will be liable for bank transfer charges.

b. If the reservation is cancelled/amended 44 to 31 days, prior to the service date, a 50 % penalty of the total amount paid will apply.

c. If the reservation is cancelled/amended within 30 days prior to the service date, a 100 % penalty of the total amount paid will apply.

d. In case of no shows or early interruption of services (caused by the Client) a strict non-refund rule will apply.

If guest believes that the service was carried out in an unsatisfactory manner the guest is entitled to file a written complaint to the Company in accordance with the general Terms and Conditions. A Client that erroneously used services of another company, instead of Horizon Tours j.d.o.o. Tourist Agency, whose services they paid, is not eligible for a refund. It's the Passenger's responsibility to ensure that all Service details are correct. Refund won't be issued in cases where the Client booked directly through the website and entered wrong details during the booking process. In case the Client is late for a flight or any other means of transportation because of the weather conditions and/or the conditions on the road that were not directly caused by the Company, the Company cannot be held accountable nor can be expected to cover the resulting expenses. In case the Company is directly responsible for the delay (e.g. flat tire, empty tank, driver or guide was late for transfer etc.), the cost of service will be compensated. In case the Client, due to the Company's fault, needs to arrange different service, then the same will be organized in collaboration with the Company (organization of the new transfer, purchase of bus, train or airplane tickets, new guiding service etc.). Only service organized this way, in collaboration with the Company, will be compensated to the Client.

The Client is required to carry the Booking Confirmation in paper form or in a form of electronic voucher and to present it upon the request to an official authorized by the Company or by state.

Formal complaints have to be submitted latest 30 days after the date on which the disputed Service was or suppose to be conducted. Formal complaints must be submitted exclusively in the written form (e-mail) to the official e-mail address with clearly stated objection.

The Company is obligated, within 7 days from receiving a formal complaint, to issue a response and to report to the Client on the status of the complaint. If the Company disregards its obligation by not issuing its final report within the specified time frame, the Customer is entitled to submit a complaint to the relevant authority. The Customer is forbidden from making any public statements regarding their complaint until the Company issues its final response.

Horizon Tours j.d.o.o. Tourist Agency commits to protect private information provided by its customers, in a way of gathering only the necessary and basic information about the users that we are required to have in order to fulfill our obligations; informs the clients about the use of data, gives the clients a choice of using their data on regular basis, including the possibility of choosing whether they want their name to be removed from the marketing campaign lists. All of the client's data is closely kept and it's available only to the employees who need this information in order to perform their duties. All of the Horizon Tours j.d.o.o. Tourist Agency employees and business partners are obliged to respect the privacy protection principles.

All payments will be effected in Euros (EUR code). The amount your credit card account will be charged is obtained through the conversion of the price in Euros according to the current exchange rate of the Privredna Banka Zagreb bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations.

Horizon Tours j.d.o.o. Tourist Agency holds the right to change the terms of use at any moment without previous notice. Changes take effect at the moment of denunciation. Visitors are obligated to notice those changes and adapt to them. In case of dispute the governing law will be the law of Republic of Croatia. All disputes arising out of or in connection with this Agreement shall be finally settled under the Rules of Arbitration of the Permanent Arbitration Court at the Croatian Chamber of Economy by one arbitrator appointed in accordance with the said Rules. The seat of arbitration shall be in Zagreb and the language of arbitration shall be English.

Horizon Tours j.d.o.o. Turisticka agencija

All tours/transfers confirmed by Horizon Tours staff or instantly through booking application are covered by our „worry free policy“. WFP indicates that tour guides/drivers monitor cruise ship or airplane arrivals, know exact time of ship docking and departure and according to that will wait you at meeting point. If necessary, itinerary will be adapted to the circumstances. Arrival back on ship on time is guaranteed. In very unlikely event that you miss your ship, we will arrange overnight accommodation and transport to the next feasible port-of-call free of charge!
In case when arrival of cruise ship or airplane in port/airport is cancelled due to “force majeure” such as COVID-19, weather conditions, technical problems etc. you will receive full amount paid for tours/transfer. In order to receive refund you have to provide us proof of “unforeseen event” (notice of flights cancellation, proof that you were on the ship/airplane which bypassed Dubrovnik etc.) at least 2 hours before start of service.    
Worry free policy DOES NOT COVER cases if the reason for missing your ship is caused by your own actions or personal situation, for example, if you deviate from the agreed-upon itinerary, become ill, get arrested etc.